We performed a comparison between Kayako and SCSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"It is one of the most stable solutions in the market."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The most requested feature from our customers is the helpdesk ticketing system."
"This solution is easy to use."
"The call logging is the solution's most valuable feature. It's very easy to use."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."
"The configuration could be easier."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"We would like to see a web-based interface that works on mobile devices."
"Mobile application integration would be an improvement."
"Once we had an issue with a desktop download that would not open."
"They need more integration with open-source products."
"Resources for understanding compliance and relative compliance need to be made available."
Earn 20 points
Kayako is ranked 43rd in Help Desk Software while SCSM is ranked 14th in Help Desk Software with 23 reviews. Kayako is rated 8.0, while SCSM is rated 7.0. The top reviewer of Kayako writes "Flexible, straightforward implementation, and helpful support". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Kayako is most compared with , whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support.
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We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
